Published on Thursday, June 11, 2020

DfT: If a customer asks for a refund, it needs to be paid

Campaign group Right To Refund (RTR) has received official correspondence from the Government confirming a refund must be paid if the customer asks for one.

RTR campaign leader Kane Pirie said it was 'good news for anyone who cares about fair play'.

In a letter addressed to lawyer Adam Chapman, acting on behalf of RTR, the Department for Transport stated: "The Government is clear that if a customer asks for a refund, that refund needs to be paid."

RTR campaign leader Kane Pirie said: "We are delighted with this response and this unequivocal statement. 

"The Government has made a great decision: no to only offering vouchers, no to customers waiting for month and months, and an emphatic no to ABTA and their proposed amendments to the regulations.

"The position for both travel companies and customers is now finally crystal clear: pay up."

He added: "We will put a full copy of the DfT's letter on our Right To Refund website and customers are free to send it to any travel companies or airlines still daring to break the law.

"They would be well advised to do so with a copy to the Competition and Markets Authority, who are also actively engaged in this area.

"This is a really good news day for all customers chasing refunds and anyone who cares about fair play. Well done Mr Shapps!"

Right To Refund has said it will continue to assist customers chasing home their due refunds 'until the last pound is paid'.

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